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July 2021

Account mandates /

Bank breached mandate and failed to communicate plainly and clearly

Stefan and his former partner Elyse had held joint accounts with their bank since 2012. They moved t…

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July 2021

Chargebacks /

Evidence compelling that gambling transactions were authorised

Patrick disputed transactions made to an online gambling site using his Mastercard debit card.

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June 2021

Deceased customers' accounts /

Bank’s delay forced customer into unnecessary interest payments

John was the director and shareholder of a finance company. He and his fellow shareholder, Irma, wer…

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June 2021

Processing payments /

Bank did not ask for consent before reversing transaction

A person deposited $5,000 in Chantelle’s account for services she had provided. The next day, the pa…

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May 2021

Concerns about lending decisions /

Bank failed to communicate effectively with problem gambler customer

Mason had a gambling problem and asked the bank to make sure it didn’t give him any personal loan se…

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May 2021

Powers of attorney /

Bank acted appropriately in power of attorney dispute

Maren lived overseas and gave her brother Brendan power of attorney to act on her behalf. Brendan op…

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May 2021

Fraud & scams /

Bank failed to make reasonable efforts to try to recover scammed funds

A scammer hacked the computer of Ricky’s company and altered the account details on an invoice, resu…

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April 2021

Concerns about lending decisions /

Bank lent irresponsibly to customers and did not provide bank statements

Ellen and her partner Logan had several complaints about their bank.

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March 2021

Insurance policies /

Customer left out crucial life insurance information

Leslie took out life insurance in late 2017. She told the bank she had hypertension, which had been …

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Case notes

Bank breached mandate and failed to communicate plainly and clearly

Evidence compelling that gambling transactions were authorised

Bank’s delay forced customer into unnecessary interest payments

Bank did not ask for consent before reversing transaction

Bank failed to communicate effectively with problem gambler customer

Bank acted appropriately in power of attorney dispute

Bank failed to make reasonable efforts to try to recover scammed funds

Bank lent irresponsibly to customers and did not provide bank statements

Customer left out crucial life insurance information